Service Delivery Consultant

**Job no**: 0036275
**Location**:Parkville
**Role type**:Full-time; Continuing
**Department**:Client Services
**Salary**:UOM 5 - $79,961 - $91,844 p.a. plus 17% super
- **Deliver excellent customer service, manage personal queues of work, resolve service issues, and ensure service levels and KPIs are met within the Service Delivery team**:

- **Enhanced problem-solving skills and domain knowledge in a dynamic team, ensuring high customer satisfaction**:

- **Brilliant benefits and a flexible hybrid work environment**
- _they have been employed by the University over two or more semesters and over two consecutive calendar years,_
- _they have been employed on a 0.5 FTE or more time fraction, and_
- _they have the skills, experience, qualifications, and expertise required by the Selection Criteria._

**About the Role**
We are seeking 2 Service Delivery Consultants. The roles deliver excellent customer service and help meet all Service Levels and KPIs. Responsibilities include managing a personal queue of work, resolving service issues, and handling 1st and 2nd level incidents, escalating to senior team members or 3rd level support as needed. The role requires moderate domain knowledge and a broad understanding of Business Services.

Your responsibilities will include:

- Manage all support tickets, providing initial diagnosis, classification, prioritisation, and action for jobs assigned or received directly from customers
- Assist academic and professional staff, students, and stakeholders through various support channels and provide walk-up support in the COOP Walk-In Centre, receptions, and Tech Bar
- Build strong working relationships with COOP members and support staff, providing mentoring and training for peers, casuals, and trainee staff
- Contribute to service delivery operations with a focus on responsiveness, client outcomes, and continuous improvement, ensuring adherence to compliance and quality assurance standards under the University’s risk management framework

**Who we are looking for**
You will have strong communication skills, customer service qualifications, and extensive experience in service operations within large organisations. You must demonstrate the ability to work independently and collaboratively, showing emotional intelligence, self-awareness, and effective workload prioritisation.

You will also have:

- An undergraduate qualifications in a relevant disciple or equivalent mix of education and relevant experience
- Previous work history within a Service Centre or in person support team in a large, complex organisation
- Domain specific knowledge or experience within one of the domains of specialisation or clusters.

For further information regarding responsibilities and requirements please refer to the attached PD.

**Please note: Visa sponsorship is not available for this position**. This role requires current valid work rights for Australia.

**Your new team - Business Services**
Business Services provides a full range of class leading information technology, facilities management, finance, HR and health and safety services to all operating entities of the University.

**What we offer you**
In addition, we offer the opportunity to be part of a vibrant community and enjoy a range of benefits including generous leave provisions, salary packaging, health and well-being services, and discounts on graduate courses. For more information check out our benefits page

**The University of Melbourne**
We’re tightly connected with the community, both at home and abroad. We take pride in our people, who all contribute to our mission to benefit society through the transformative impact of education and research. Discover more via our website and stay connected with our stories and people on LinkedIn.

**Be yourself**
The University of Melbourne values the unique backgrounds, experiences, and contributions that each person brings to our community and welcomes and celebrates diversity. First Nations people, those identifying as LGBTQIA+, parents, carers, people of all ages, abilities, and genders, and people of diverse ethnicity, nationality, and faith are encouraged to apply. Our aim is to create a workforce that reflects the diversity of the community in which we live. For more information please visit our Diversity and Inclusion page.

**Aboriginal and Torres Strait Islander Applicants**
We aspire to be the University of choice for Indigenous Australians, with unprecedented investment to attract, nurture, and retain Aboriginal and Torres Strait Islander students and staff. Tangible support through a range of programs and initiatives will ensure that you personally succeed and flourish while at the University of Melbourne.

**Join Us**
- **Resume**:

- **Cover Letter outlining your interest and experience**

**Please note that you are **not required** to respond to the selection criteria in the.**

If you have any particular questions regarding the job please follow the contact details